Maintain high customer satisfaction with primary focus on providing the best customer support.
Interact with customers, as well as their employees and applicants, via phone, chat and email to proficiently and consistently troubleshoot and resolve basic issues for the Harri suite of products within our defined SLAs.
Accurately capture case notes, document activities and manage cases in a way that is clear, concise and actionable by other internal resources and a customer viewing from the case portal
Quickly identify when issues are more complex and gather appropriate information to triage to a senior member of the Support team to resolve.
Author, edit and publish quality Knowledge Base content to improve customer self-service resources
Accurately link and categorize cases upon case closure to help inform root cause of customer contacts
Occasional weekend and holiday work is required
Qualifications:
Fluent in English is required. Fluency in Spanish also is a plus, but not required.
Associate or Bachelor's degree or previous technical troubleshooting experience
Passion for customer service - Extremely motivated individual who is passionate about their work and helping our customers achieve success.
Natural knack of curiosity & detail oriented - Excellent troubleshooting skills, including research of software application errors and issue re-creation.
Exceptional verbal and written communication skills. Ability to clearly communicate customer's needs to technical support staff and communicate case details to customers and/or management.
High level performer who excels in both a team and individual environment.
Ability to perform and multi-task in a fast-paced environment, meeting all defined performance goals.
